CCE-R and Winsedswiss training program: Customer Experience. The Art of Service Excellence.

CCE-R and winsedswiss are partnering for the launch of two training programs in 2023: Customer Experience. The Art of Service Excellence. & Personal Assistant/Executive Assistant (PA/EA) to the CEO.

The Chamber of Commerce Switzerland-Romania and Winsedswiss Education Group (WEG) are organizing, starting this year, training courses for company employees who need to improve their skills in two areas: Personal/Executive Assistance and Customer Experience (CX).

Each course gathers between 10 and 14 participants, and the program lasts 2 days for each one of the 2 modules (in the case of Personal Assistant/Executive Assistant to the CEO courses) or 3 days (in the case of Customer Experience. The Art of Service Excellence. courses).

The Personal Assistant/Executive Assistant (PA/EA) to the CEO program costs 700 EUR + VAT and the Customer Experience. The Art of Service Excellence. training costs 2,000 EUR + VAT.

1.Customer Experience. The Art of Service Excellence.

About the course:

Have you ever wondered how much your company's sales would increase if your employees provided a luxury hospitality service to customers? The answer may be subjective and may depend on additional factors, but offering a 5-star experience is possible. Although a customer service-oriented culture comes with challenges, it has many rewards for you and your clients. This course will provide topics that will support your employees to know each other better, and create and manage excellent client experiences.

What will your employees learn:

·      The most important elements related to the mindset needed to create a 5* experience

·      Understanding the individual role in creating an excellent experience for the customer

·      Professional communication skills development (active listening, asking questions, verbal, non-verbal communication, paraverbal, storytelling, etc.)

·      Awareness of the importance of creating emotion

·      Understanding the concept of excellence in services/interaction with the client

·      Knowledge and use of specific tools for measuring customer satisfaction

Training topics: 

·      THE MINDSET specific to an excellent experience: self-knowledge, the first step to offering high-end experiences

·      Thinking and emotions

·      The psychology of waiting

·      JOHARI window

·      The elements of excellent service

·      Customer experience vs. customer service

·      The triad of quality service

·      The economy of services vs. the economy of experience

·      Customer Journey

·      NPS (Net Promoter Score)

·      Verbal, non-verbal, paraverbal communication

·      Active listening. Listening on 3 levels – mind / heart / gut

·      Creating the experience – the emotion of the experience

Training duration: 3 days

Price: EUR 2,000 + VAT

Number of participants: minimum 10 – maximum 14

Point of contact: roxana.manolescu@winsed.swiss